In addition to the text filtering options described above, there are several other valuable Search Filters. Each setting is described in detail below:

• Date range: Search within a particular date range. The default date range is the last month with data.

• Gender: Search based on Agent or Client gender: Male, Female, or All.

• Emotion: Search based on Overall or specific Agent or Client emotion: Positive, Negative, Improving, or Worsening. Positive calls begin positive and remain positive or neutral through most of the call. Negative calls begin negative and remain negative or neutral through the call. Improving calls go from mostly negative to positive by the end of the call. Worsening calls go from positive or neutral to negative.

• Call Duration: Search within calls with durations that are within a call duration range.

• Overtalk: Search within calls with overtalk percentages that are within a range of percentages. Overtalk occurs when speakers talk over one another. The overtalk slider filters based on the percentage of Agent overtalk. This is the count of the Agent-initiated overtalk turns as a percentage of the total number of Agent speaking turns. In other words, out of all of the Agent’s turns, Overtalk measures how many turns interrupted a Client’s turn. 100% region has the most overtalk.

• Call Silence Time: Search within calls with percentages of silence that are within a range of percentages. Silence is equal to all non-speech time, calculated as the total audio duration minus the sum of the durations of each word. If music and noise are not decoded to word-events, they are counted as silence. Calls with 100% silence contain the most silence.

• Agent Voice Clarity: Search within calls with levels of clarity in the Agent audio that are within a range of percentages. Agent voice clarity measures how clear the agent sounds in the recorded audio. Agents with 100% clarity are the clearest, while low clarity is defined by poor signal, background noise, or difficulty of comprehension due to accent or enunciation.

• Client Voice Clarity: Search within calls with levels of clarity in the Client audio that are within a range of percentages. Client voice clarity measures how clear the client sounds in the recorded audio. Clients with 100% clarity are the clearest, while low clarity is defined by poor signal, background noise, or difficulty of comprehension due to accent or enunciation.

• Diarization: Search within calls with diarization scores that are within a range of values. When mono (1 channel) audio has multiple speakers, diarization is done to separate the speakers for analysis. The diarization score is a value between 0 and 1 that identifies how completely the call can be divided into individual speakers. A score of 2 means the call cannot be diarized. Diarization technology is not perfect, and to find calls where diarization is done well, set the slider closer to one than to zero. The tradeoff is that fewer calls will be retrieved.